1St Line Technical Support Technician

Job Title: IT Business Analyst & Hardware Technician

Location:Ashton-under-Lyne - fully office based

Salary: £22,000 - rising to £23,000 after 3 months

Job purpose: Providing Tier 1 IT Support to the business.

Main Duties:

• Staff the Service Desk telephone line during core business hours.
• Be the initial response for all IT related requests into the Service Desk.
• Triage calls not automatically allocated an SLA within the Service Desk.
• Investigate and solve all IT requests that come into the Service Desk to the best of their ability.
• Escalate to 2nd line support where there are knowledge gaps within processes or where they cannot solve a call.
• Manage service desk requests and liaise with external Suppliers on requests that are serviced externally. Also ensure that these requests are solved within SLA and bring failing requests to the attention of the IT Support Manager.
• Manage the handling and communication between the Company user base and Service Desk process from initial point of contact through to notification of resolution
• Administrate the movement of Company IT hardware within the Service Desk and associated spreadsheet registers.
• Administrate the allocation and movement of Company IT software and licenses within the Service Desk and associated spreadsheet registers.

Skills/Experience

• Have a sound knowledge of MS applications(O365 experience would be a bonus)
• Ability to work independently and as part of a team
• Have sound knowledge of all business processes around applications used in a busy IT department within a medium to large business.
• Be able to install, configure and administrate all applications used within the business on the laptop\desktop of Company users.

If you'd like to learn more about this role, please get in touch with Natalie!

Please only apply if you have the right to work in the UK.

Devonshire is an equal opportunity employer and we encourage job applications from people of all backgrounds. All qualified applicants will receive consideration regardless of gender, race, religion, age, disability, sexual orientation or marital status.